Angelica Y.

I've spent 15+ years in customer support, from answering tickets to synthesizing customer feedback that shapes product and experience decisions. Customers are the part I care about most, and operations is how I make sure they're actually heard. I started as a CS Agent and moved up to CX Ops Project Manager, working across Zendesk, Gorgias, and Shopify, tracking experience gaps across product and support touchpoints and building automations (Claude, Zapier, Slack, Coda, Asana, Linear, Jira, Google Workspace). I also built a full CS operation from scratch for a Netherlands-based jewelry brand on Shopify: SOPs, workflows, team training, and QA using Gorgias and Zendesk. I can handle support directly, lead a team, or build the systems underneath it. If customers come first in what you're building, let's talk.